Mrs A complained that Aneurin Bevan University Health Board had not
issued its final complaint response regarding the care and treatment
provided to her late mother.
The Ombudsman found that concerns were raised to the Health Board
over 12 months ago and it has failed to issue a complaint response. The
Ombudsman said that this caused frustration to Mrs A frustration due to
having unanswered questions and decided to settle the complaint
without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to
issue a formal complaint response which includes an apology and
explanation for the delay to Mrs A and offer to pay £150 financial redress
payment in recognition of the delays within 4 weeks.